Remote Bilingual Retention Advisor - English/Spanish

Smart Start, Inc.; Houston (TX); Remote; USD 21,000 - 30,000; Full time

Benefits offered by this job

Uncapped incentives

Health plan (medical, dental, vision)

401(k) with company match

Birthday & Anniversary bonus

Job summary

Smart Start, Inc. is seeking a Retention Program Advisor to engage with customers regarding appointments and account inquiries in a fully remote role. You will use retention rebuttals to secure attendance or reschedule as needed, while maintaining a positive customer experience across high-volume calls.

The ideal candidate thrives in a fast-paced environment, is bilingual (English/Spanish), and can multitask across CRM and scheduling systems with empathy and professionalism.

Qualifications

• Bilingual English/Spanish proficiency required.
• High school diploma or equivalent required.
• Minimum of 6 months of experience in customer service, call center, account management, or retention-focused roles.
• Experience handling objections, conflict resolution, or account retention preferred.

Responsibilities

• Manage inbound and outbound calls related to appointment rescheduling, service inquiries, and account support.
• Assist customers with navigating their installation process and provide clear, accurate information regarding policies and procedures.
• Professionally handle cancellation requests by identifying root concerns, addressing objections, and offering appropriate retention solutions.
• Maintain detailed and accurate documentation of all customer interactions in CRM and scheduling platforms.
• Navigate multiple systems simultaneously while maintaining a positive, solution-focused conversation.

Skills

Bilingual English/Spanish

Customer service

Education

High school diploma or equivalent

Tools

Microsoft Office Suite

CRM platforms

Job description

Smart Start, Inc. is seeking a Retention Program Advisor to engage with customers regarding appointments and account inquiries in a fully remote role. You will use retention rebuttals to secure attendance or reschedule as needed, while maintaining a positive customer experience across high-volume calls.

The ideal candidate thrives in a fast-paced environment, is bilingual (English/Spanish), and can multitask across CRM and scheduling systems with empathy and professionalism.